Terms & Conditions
This site is owned and operated by Caracalo Perfumes Trading which is an Ajman based
Our registered office is in Dubai, UAE. All our contact information can be found on the "Contact Us" page of this website.
The information on the site is provided by Caracalo Perfumes Trading and whilst we endeavor to keep it up-to-date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website and will not include any of the pictured accessories unless stated in the specification of the goods. We have made every effort to display as accurately as possible the colors of our products that appear on this website. However, we cannot guarantee that your monitor's display of any color will accurately reflect the color of the actual goods. Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.
Whilst we endeavor to ensure the prices on our website are as accurate as possible, we reserve the right to change a price in exceptional circumstances. If a price is corrected due to exceptional circumstances, customers will be informed of the change before payment is processed and offered the opportunity to amend/cancel the order. Prices on the website are available in multiple currencies. Customers can select their preferred currency from the dropdown available at the top of all pages.
Placing Orders and Payment Options
Shipping and Delivery
We have multiple convenient delivery options including our own fleet of vans and bikes.
Once your order is processed, we deliver within 24-48 working hours across the UAE for FREE for all orders above AED 100. Deliveries are done between 9:00 am and 8:00 pm Saturday-Thursday. We always endeavor to deliver on time but sometimes delays are inevitable and we will notify you of the same beforehand. All deliveries are subject to stock availability.
We use WING as our courier partner for international deliveries. Based on the shipping country, the delivery time may change, however, most orders are delivered within 3-5 working days. A shipping quote is provided once all address details are given during checkout. While this quote is accurate almost all the time, we reserve the right to amend this based on the size and weight of the actual shipment. If there is any difference in the shipping quote, customers are informed about it before the order is processed. Customers have a chance to amend/cancel the order as required before the order is dispatched from our warehouse.
Caracalo reserves the right to ship your order by means of air and land depending on the easiest and fastest way possible to deliver your order. Such cases vary depending on the country of destination's requirements, customs, and more.
All items are dispatched the same/next day from our warehouses after the order is processed.
For UAE deliveries, there are no customs charges. For international deliveries, there may be some customs charges depending on where you live. We recommend that you learn more about these in your country prior to placing an order.
Shipping Address Details
At the time of placing the order, customers are encouraged to put accurate address details to ensure delivery on time. We will deliver the goods to the premises you specify on your order. It is recommended that you are present to accept the delivery of your order.
If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery. Delivery times may also change and this will be notified to you beforehand.
Customers will be asked to sign for the goods upon delivery. Once delivered and signed for, no claim of damaged goods will be accepted. Photo identification may be needed in some cases to accurately verify the receiver.
The following forms of ID are accepted:
- Original & Valid National ID
- Original & Valid Driving License
- Original passport (profile and visa page)
In addition, if either "Credit Card on Delivery", or "Credit Card Online" are selected as the payment methods then the details on the photo ID should exactly match that of the credit card used to make the purchase.
Caracalo will NOT deal or provide any services or products to any of OFAC sanctions countries in accordance with the law of UAE
Warranty and Returns
All items come with a 12-month manufacturing warranty from date of purchase unless stipulated otherwise in the product information, or in the Terms and Conditions mentioned below.
The "Clearance" section
All items in the "Clearance" section come with a 3-month manufacturing warranty from the date of purchase unless stipulated otherwise in the product information.
If you wish to return any item for an exchange, you can do so within 7 days upon receiving the item. The item should be completely UNUSED and with the original packaging along with any parts or accessories. We offer an onetime replacement only. The replacement item/s will be dispatched after the original item/s are received.
All international returns will be charged at a minimum of 20% of the product value irrespective of the condition of the product. Delivery and shipping charges are not refundable at the moment and are borne by the customer.
DOA and Faulty Goods
If you find that there is a manufacturing fault with the device then please contact us and mention the complete details of the fault. If the product is Dead On Arrival (DOA) within the first 7 days after receiving delivery, then we will come to collect the defective unit within 5 working days and arrange for a replacement where possible. Alternatively, you can drop the product off at our service center. In either case you will be asked for your original invoice and proof of ID. Replacements will only be given once the defective product has been checked and approved as a DOA item. If the product is outside of the DOA period, then you will be asked to drop the product off at our service center. We will take the appropriate action to either repair or replace the product depending on the nature of the problem.
For any product that is under warranty, we offer repair through our dedicated service partner - PCKLINIC. Once the item is submitted to PCKLINIC, it will take no more than 15 days to get a product repaired based on the type of issue and information provided.
If you wish to cancel an order, please contact us immediately. You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future. If the order is still not processed, then it can still be canceled. If the order is already processed, we will make a reasonable effort to cancel the order and assist you in choosing the correct product.
If the order has already been dispatched, you can still cancel the order however a charge of 10-20% of the product value may be levied for processing fees.
If the order has already been delivered, cancellation is possible subject to the condition of the product/s. If the product is in pristine condition with sealed packaging and all accessories intact, then we can cancel the order. If you cancel, you must return the goods within 2 days of cancellation, complete with the original packaging to us, at your own expense. If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
We will refund all monies paid to us by you, less any costs due under this contract. Delivery charges (if any) are nonrefundable. If any orders are canceled and have been paid for using a credit card, then the refund process may take up to 25 days (subject to the bank's policy). Refunds will be done only through the original mode of payment.
Although we endeavor to keep our website information and pricing up to date and error free, product description or pricing errors may occur. If such an error is discovered after you have submitted an order to us, we will contact you before processing your order and give you the option to either cancel your order or re-confirm it based on the correct information. If we are unable to contact you, we will treat your order as canceled.
Provision of Official Documents
In an effort to increase the safety for our shoppers, and in line with our bank's security requirements, we may from time to time ask for a copy of a valid ID and the front side of your credit card (only if deemed necessary). This may be at the time of delivery, or at the time of order processing. We accept the following as a form of valid ID:
- Emirates ID
- UAE driver's license
- Passport copy
Failure to provide such documents upon request may lead to cancellation of the order and payment of the related charges. All information is collected lawfully and in accordance with prevailing Data Protection Laws.
On order processing pages we use a RapidSSL 256-bit security certificate. All information is encrypted. Credit Card details are not stored on the server or our company database at any time. Any sensitive information transferred is through a secure SSL connection (HTTPS) as mentioned. We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorized access to information provided by you.
We take all reasonable steps to ensure that this Website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server/other technical issues. Therefore we will not be liable if this website is unavailable at any time.
Links to and from other websites
There are from time to time links on our website to third party websites. Any links to third party websites located on this Website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content. If you would like to link to this website, you may only do so on the basis that you link to, but do not replicate, any page on this Website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.
Law and Jurisdiction
This Legal Notice shall be governed by and construed in accordance with U.A.E. law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of the U.A.E.
Notification of Change
We reserve the right to change these terms and conditions from time to time and any such changes may be communicated on our website.